A Great Customer Support Experience

As a university student, it is increasingly difficult to find time every day to play video games. The winter break is one of very few opportunities to kick back and relax.

It was during the winter break of 2018 where I had a great customer service experience. The gaming mouse I used at the time was the Logitech G403. During that winter break, my mouse developed a problem, the scroll wheel would sometimes reverse direction at random. I did a quick Google search and determined that it was a common problem for that mouse.

I considered my winter break ruined! My gaming mouse was out of commision and I didn’t have a spare to use in the meantime. I knew customer support would replace the mouse for me, but I expected to recieve it many months later.

The typical RMA (return merchandise authorization) process goes as follows. First, the defective product would be shipped back to the company in question. Shipping might take a week or longer. Second, the product is processed. This may take a few days to complete. Finally, the replacement product is shipped, which can take a week or longer.

I knew I didn’t really have any other option, so I contacted customer support to begin the process. Immediately, we ran into an issue. The mouse I used (G403), was no longer in stock. To get another, I would have to wait however long it would take to deliver units to their warehouses. That meant an already lengthy replacement time would be extended even longer.

But that is when customer support went above and beyond for me. They told me they couldn’t replace my mouse with an identical model, but that they would instead give me a newer, upgraded model.

That was a welcome surprise to me.

So I agreed, thanked them, then awaited further instruction.

On the 4th day from when I initially contacted them, I found that they had shipped my replacement. They told me I could keep my old one, even if it still somewhat worked.

And 4 days after that, my replacement arrived.

Overall, it was a very quick replacement process and I couldn’t have asked for better service.

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